How can we help?

Open the booking in Your bookings and choose Cancel booking. Before you confirm, we tell you exactly what happens to your deposit.

• Inside the free cancellation window, your deposit is refunded in full.
• After it, your beauty pro's late-cancel policy applies: they keep it, refund half, or refund it all.

The window and the policy are the ones that were showing when you booked, even if your beauty pro has changed them since. Your booking shows both.

A deposit kept after a late cancellation is not a penalty: it covers the time your beauty pro kept for you and could not fill.

Every look on FeelPretty is real work by a local beauty pro. When you find one you love, you book it with the person who did it.

1. Pick a look or a beauty pro. Browse looks, search near you, or open a beauty pro's page.
2. Choose the service and a time. You only see times they are actually free.
3. Check the details. Before you pay, you see the price, the deposit, what is left to pay on the day, and their cancellation rules.
4. Pay the deposit. That is all you pay to book, and there is no booking fee. If there is no deposit, you pay nothing to book.

Your booking is confirmed by email and in Your bookings. We hold the time for 15 minutes while you pay, so nobody else can take it.

Some beauty pros confirm bookings personally. If so, your booking is a request until they accept, and nothing is taken from your card until then. See Why does my booking say "requested"?

Forgotten your password? Choose Forgotten password? on the sign-in page and we will email you a link to set a new one. Links last an hour; check your junk folder if it does not arrive.

Signed up with Google or Apple? Use the same button to sign in. Your account may not have a password.

Asked for a code? If your account uses two-factor sign-in, you need the code from your authenticator app, or one of your recovery codes.

Still stuck? Contact us with the email address on your account. To keep accounts safe, we may ask you to prove it is yours before we change anything.

When you book, you pay the deposit your beauty pro sets, and nothing more. There is no booking fee: FeelPretty charges you nothing for using it. If there is no deposit, you pay nothing to book.

On the day, you pay the rest of the price to your beauty pro, in a way they accept. Your booking shows how much is left.

Some beauty pros let you pay the rest in the app, so you do not need cash. See Paying the rest in the app.

Prices are set by your beauty pro and you always see the full price before you book.

Some beauty pros like to accept new clients, or every booking, themselves. When you book with one of them, your booking is a request.

• Nothing is taken yet. We place a hold on your card for the deposit instead. Your bank may show it as pending.
• If they accept, the deposit is taken and your booking is confirmed. We tell you straight away.
• If they decline, or do not answer within 24 hours (or half the time left before the appointment, if that is sooner), the hold is released and you pay nothing.
• You can withdraw a request from your booking at any time before they answer, and the hold is released.

How quickly a released hold disappears from your statement is up to your bank, usually a few days.

Refunds go back to the card you paid with. We send them straight away, and they usually reach your account within 5 to 10 working days, depending on your bank.

You get a refund of your deposit when:

• you cancel inside the free cancellation window;
• your beauty pro cancels;
• your beauty pro's late-cancel policy says so (some refund half, or all).

A request that is declined or not answered is never charged, so there is nothing to refund: the hold on your card is released.

If it has been more than 10 working days, contact us with your booking and we will chase it.

Many beauty pros work from home, so their exact address is never shown publicly. Before you book, you see the area they are in.

Once you have booked, the exact address appears in your booking from 24 hours before your appointment until 24 hours after. Your reminder the day before has it too.

If they come to you instead, they see the address you gave when booking.

Please use the address only to get to your appointment, and do not share it.